Service Delivery Manager

3 weeks ago

Toronto, Canada Royal Bank of Canada Full time

**Job Summary**

WHAT IS THE OPPORTUNITY?

The End User Services organization is accountable for the ongoing design, delivery and operations of Personal Computing, Messaging & Productivity, Mobile Technologies, Virtual, Print & Fax, Service Desk & On-site Support and Self-Serve Automation. These services are utilized by employees of RBC, globally. The EUS Service Delivery & Strategy group specifically provides the delivery, governance, and client engagement as it relates to End User Services transformational initiatives. In this role, the Service Delivery Manager will be responsible for service delivery coordination, facilitate, drive, and ensure the objectives are accomplished on time for the successful deployment of both small and large projects, and any other End User Services requests.

WHAT WILL YOU DO?
- Manage the implementation of multiple concurrent initiatives of varying complexity in a time efficient manner. Monitor and control activities according to plan.
- Continuously identify and track potential issues, conflicts, and risks. Analyze, mitigate, and escalate where appropriate.
- Engages technology specific governance processes to ensure IT Risk and compliance due diligence is applied, ensuring project adheres to applicable risk and compliance procedures, as relevant to impacts resulting from the change being introduced by the project.
- Establish strong working relationships across business units and platforms to build influence and impact with key business partners. Collaborate with groups to define and achieve deliverables and ensure initiatives are effectively integrated into RBC procedures and processes.
- Contribute to ongoing administrative program activities as required.
- Drives Service Design and Operations resources to ensure all End User Services requests and projects are delivered on time, within budget and in scope.

WHAT DO YOU NEED TO SUCCEED?

**Must have**:

- Demonstrated ability in written and oral communication skills along with strong presentation skills. Ability to determine the information and communication needs of the stakeholders and project.
- Strong organizational, project management and time management capabilities.
- A strong understanding of technology and/or financial services industry.
- Deadline-driven and results-oriented; able to meet consistently high quality standards while handling a variety of tasks and deadlines simultaneously.

**Nice-to-have**:

- PMP or Scrum Master Certified
- Business Analyst experience with technology projects
- Excellent interpersonal skills to work across functions and business units
- Knowledge and experience with Agile Methodology and tools

**What’s in it for you?**

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
- Leaders who support your development through coaching and managing opportunities
- Ability to make a difference and lasting impact
- Work in a dynamic, collaborative, progressive, and high-performing team
- A world-class training program in financial services
- Flexible work/life balance options
- Opportunities to do challenging work

LI-Hybrid

TechPJ

**Job Skills**

Active Learning, Adaptability, Budget Preparation, Customer Service, Deadline Management, Decision Making, Effectiveness Measurement, Leading Project Teams, Long Term Planning, Operational Delivery, Process Management, Project Implementations, Project Schedules, Service Delivery, Team Management

**Additional Job Details**

**Address**:
330 FRONT ST W:TORONTO

**City**:
TORONTO

**Country**:
Canada

**Work hours/week**:
37.5

**Employment Type**:
Full time

**Platform**:
Technology and Operations

**Job Type**:
Regular

**Pay Type**:
Salaried

**Posted Date**:
2024-02-07

**Application Deadline**:
2024-02-23

**I**nclusion** and Equal Opportunity Employment**

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

**Join our Talent Community**

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